1. 2017 TCS SMT Training - Dallas
2017 Consumables
2017 TCS SMT Training - Dallas

2. 2017 TCS SMT Training - Dallas
2017 Consumable Ordering
Consumables are purchased via a national contract with an AARP approved vendor (currently GraceWorkz, LLC).
These items include lamps/bulbs for projectors and print cartridges & drums for all printers purchased and distributed by the National Office as well as many other models.
Each state has one representative (Primary) and a back-up (Secondary) that may order directly from the vendor.
“Listed Consumables”, specifically, most print cartridges and projector bulbs must be obtained directly from the AARP National vendor with no out-of-pocket expense. The list is available on OneSupport.
There will be no reimbursement for listed items purchased elsewhere, so please submit a ticket through OneSupport if you are not sure.
2017 TCS SMT Training - Dallas

3. 2017 TCS SMT Training - Dallas
2017 Consumables Schedule
Consumable ordering is scheduled to open in early September.
Primary contact: Steve Ow-Ling:
Secondary contact: Edison Paw:
Make sure to send to Steve and Cc Edison for ordering consumables
Combining orders to save the program several thousand dollars in shipping costs.
2017 TCS SMT Training - Dallas

4. 2017 TCS SMT Training - Dallas
2017 Consumables Policy
All printers purchased or donated to the Tax-Aide program must be compatible with and use toner cartridges available from GraceWorkz at the time they enter the program.
Printers currently listed on the inventory as "OK", but do not take GraceWorkz toner cartridges, are still eligible to receive reimbursement.
There are generally only one or two models added to the contract when it is renewed each year, so not every new model will be included because the contract is based on a national need for a particular consumable.
2017 TCS SMT Training - Dallas

5. 2017 TCS SMT Training - Dallas
Questions?
QUESTIONS??
2017 TCS SMT Training - Dallas

6. The Repair and Replacement Process
2017 TCS SMT Training - Dallas

7. Computer Repair and Replacement
The Repair/Replacement process for computers was introduced into the Tax-Aide program in Nov 2013
The printer Repair/Replacement process has been active for over 7 years
The current process vendor for both computer and printer repair and replacement is GraceWorkz, LLC
Repairs include replacing CMOS batteries (not keeping the time). Graceworkz usually will send a new computer
2017 TCS SMT Training - Dallas

8. Repair/Replacement Eligibility
Only Laptops, Desktops and printers marked as “OK” (working) on the most recent season’s inventory will be eligible for repair or replacement
Donated equipment is eligible for repair and replacement after one year on the inventory
IRS-owned, personally-owned and site or sponsor- owned equipment is not covered by the GraceWorkz contract
2017 TCS SMT Training - Dallas

9. 2017 TCS SMT Training - Dallas
Limited Local Repair
Local repair of AARP Foundation Tax-Aide owned equipment is limited to the following:
AC Power Adapters – local purchase authorized
External Batteries – local purchase authorized
**These are the only repairs that can be expensed.
2017 TCS SMT Training - Dallas

10. “Cosmetic” Damage is NOT Eligible for Repair/Replacement
As a general rule, cosmetic issues (broken/cracked screens, liquid spills, etc) are seen by manufacturers as “negligence” and will not be repaired or replaced
2017 TCS SMT Training - Dallas

11. Stolen or Lost Computers
Stolen computers should be reported to the local police immediately and then to National Office
A Police Report should be submitted as soon as it is available if the unit is to be replaced
Lost computers should also be reported to the National Office in case there is a chance it can be located
Lost units are not eligible for replacement
Use the “ST” status in the Online Inventory System (OIS) for both Stolen and Lost computers
2017 TCS SMT Training - Dallas

12. What if Lost or Stolen Unit is Found/Recovered?
The National Office should be informed if any computers are recovered so the unit(s) can be reactivated and returned to the field for use
The recovered unit should NOT be put back on State inventory by the state
2017 TCS SMT Training - Dallas

13. Computer Repair and Replacement Process
All replaced computers MUST be returned to GraceWorkz after replacement (except those under warranty)
**Failure to return a replaced computer may make the state ineligible for a replacement the next season
GraceWorkz will mark replaced computers as “RP” in OIS as part of their ticketing process
2017 TCS SMT Training - Dallas

14. Submitting a Service Request
There are two ways to contact GraceWorkz for service:
The preferred method is to send an request to This will create an electronic work ticket which streamlines the follow up process and the service can be tracked
You may also call at or (*option 1 for tech service)
2017 TCS SMT Training - Dallas

15. Request Forms for Service
Instructions for placing a service request, including a standard form, for both computers and printers can be found on the OneSupport Help Center in the following section:
Technology > Equipment
Document Name: Equipment Repair, Replacement and Storage
2017 TCS SMT Training - Dallas

16. The TCS Role in the Repair/Replace Process
Volunteers should contact TC/TCS with hardware issues and questions first
It is preferred that TCS contact GraceWorkz for computer repair; however, the TCS can recommend the computer custodian contact GraceWorkz for this service
If the TCS is not the individual submitting the request, then GraceWorkz will need to know who the state TCS is before proceeding with repair or replacement of equipment
2017 TCS SMT Training - Dallas

17. Repair/Replace Process
TC to GraceWorkz:
Include the following information:
Custodian Name:
 Address:
Phone Number:
Computer/Printer Manufacturer:
Computer/Printer Model:
Computer/Printer Serial Number:
Asset Tag:
State: CA02
TCS: Edison Paw
Computer/Printer Problem:          
2017 TCS SMT Training - Dallas

18. Category 2 - Diversity, Expansion & New Sites
This process was created to grow the program by creating diversity sites, expanding existing sites and /or growing new sites.
Eligible sites may receive up to 3 laptops and 1 printer
The process generally opens in October
Managed by State Coordinator (SC)
2017 SC SMT Training - Dallas

19. All refreshed models are NO LONGER eligible for replacement.
Technology Refresh
Ongoing project dependent upon funding availability
Phase 1 (completed) 2500 replaced,(HP 6000,6110,6120, 6220,6230)
Phase 2, HP 6310 replaced in
Managed by Technology Specialists (TCS) and shipped from GraceWorkz
All refreshed models are NO LONGER eligible for replacement.
2017 SC SMT Training - Dallas

20. 2017 TCS SMT Training - Dallas
Questions?
QUESTIONS??
2017 TCS SMT Training - Dallas